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Salary: USD 200,000 - 240,000 / annual
Airbnb is seeking a Staff Platform Manager to build and improve the internal tools and workflows that power Airbnb's Supply operations teams. These teams vet, onboard, and support hosts at scale, but the systems supporting them are fragmented, manual, and difficult to measure. This role owns the tooling and workflow infrastructure that transforms this landscape: assessing current state, designing scalable replacements, and driving delivery through to adoption.
You will sit at the intersection of operations and technology, translating how work actually gets done into structured, measurable systems. You will be equally comfortable mapping a broken workflow with an ops team, writing a product brief, or evaluating build vs. buy decisions.
Key responsibilities include:
- Define the multi-year strategy for Airbnb's ops platform, bringing a specific, opinionated proposal for what operational support looks like in 12+ months as AI takes on more execution, and maintain a prioritized roadmap balancing quick wins against foundational investments
- Align vision, OKRs, strategy, and roadmap with senior leaders across Supply, Engineering, and Operations; present progress to leadership on an ongoing basis
- Design AI-forward operational processes and determine necessity of human-in-the-loop across workflows, including augmented decision-making judgment
- Decompose multidimensional product-to-ops problems, define operational requirements, and drive coherent solutions across many owning teams
- Own case management and workforce management tooling: capacity planning, workload distribution, performance measurement, and forecasting that give operations leadership visibility and control—including forecasting for a workforce where AI agents and humans share the queue
- Write exceptional product briefs that are specific, opinionated, and grounded in operational reality, then prototype, iterate with engineering, and own the outcome through launch and adoption
- Navigate and align many PMM and engineering teams whose roadmaps this work depends on; negotiate sequencing, resolve conflicting constraints, and hold a clear point of view on tradeoffs
Requirements:
- 10+ years in product management, platform management, or operations technology; at least 5 years in a technical product management role with direct delivery accountability for systems built with back-end engineering teams
- Deep technical fluency: reads system architecture, pressure-tests engineering design, understands data models and API contracts well enough to catch where a proposed solution breaks
- Demonstrated experience redesigning operational processes in a high-volume service organization, taking fragmented, manual work and replacing it with structured, measurable, scalable systems at times replacing humans in the loop
- Experience shipping AI or automation into production operations—including designing human-in-the-loop systems: where automation is appropriate, where human judgment must remain, and how to measure quality in both modes
- Track record of delivering outcomes through teams outside your reporting line; has driven complex, multi-team initiatives across engineering and PMM organizations where success depends on partnership
- Exceptional business fluency: connects platform decisions to business outcomes, articulates desired results first, and measures success in business KPIs, not features shipped
- Experience building or owning workforce management or case management tooling: capacity planning, queue management, SLA tracking, or performance measurement
- Exceptional communication across audiences—from ops agents to back-end engineers to senior leadership
Preferred:
- Experience with case management or workforce management platforms, Salesforce Service Cloud, Airtable, Zendesk, or similar
- Familiarity with human-in-the-loop workflow design, identifying when automation is appropriate and when human judgment must remain in the process
- SQL fluency—uses data to pressure-test requirements, define success metrics, and catch problems before launch
- Background in scaled operations or internal tools in a marketplace or high-growth environment
- Track record of shipping tools that demonstrably changed how operations teams work—with metrics to prove it
